Cluster Guest Experience Manager

• As the project leader, he/she should support GM to lead and grow all Guest Experience initiatives within the property

• Focuses on guest satisfaction when identifying business improvement opportunities

• Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services (directly from guests and tools: VOG, Local Measure, Accor Customer Digital Card, ResaVision…)

• Encourage staff to invite guests to answer to the hotel guest satisfaction survey

• Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex

• Manage responses to all guest feedback, as per AccorHotels’recommendation

• Share guest insights during morning briefing to GM, HOD and employees: negative as well as positive feedbacks (develop recognition of employees)

• Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation

• Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist

• Lead and develop a team of Guest Experience Champions within the hotel to infuse the guest experience centric culture and keep improving guest satisfaction to drive preferences

• Champion the internal communication of Guest Experience related matters to all employees including performance, best practices implemented in other AccorHotels (CXC)

• Embrace and communicate the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders

• Is fully knowledgeable about the brand essentials (standards), checks and ensures full implementation across all departments

• Take the initiative to actively implement daily / weekly cross-department assessments and appoint staff and empower them in doing the task

• Set internal target to ensure the highest audit score during the mystery audit

• Has regular and close interactions with hotel guests to collect feedbacks and ideas

• Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to

• Takes pride in delivering a high quality service

• Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one

• Allows and supports team members to resolve internal and external guest service issues

• Employee benefit card offering discounted rates in Accor Hotels worldwide.
  
• Develop your talent through learning programs by Academy Accor.
• Opportunity to grow within your property and across the world!
• Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities, like Planet 21.

• Analytical

• Team player

• Excellent communicator

• Able to influence

• Detail-oriented

• Innovative, creative

• Organized

• Accountable

• People-oriented

• Multi-disciplinary, multi-tasked

• Passion for people and for best-in-class service

• Strong user knowledge of Microsoft Outlook and Microsoft Office tools;

• Experience in 2-3-star Hospitality required;

• Strong background in hotel operations; (minimum of 3 years in hotel operations)

• Strong experience with the setup and management of a Quality Management System;

• Experience in partnering and working closely with different stakeholders at various levels